Five9

Cloud-based contact center software provider

Technical Account Manager

Implementation & Technical Account ManagementConfirmed live in the last 24 hours

Full-timeManila, Metro Manila, Philippines

About the Job

Requirements

At least 3 years of related experience in a consulting or project management role.
At least 3 years of experience in a software support role.
Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, and the OSI Model.
In-depth knowledge of one or more call center solutions such as Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center, or CosmoCom.
Experience in technical writing and documentation.
Experience with contact center objectives, methodologies, tools and operations, contact center reporting, and key performance indicators.
Experience with and working knowledge of PBX, ACD, CTI, VoIP, IVR, dialers, and telephony applications.
Strong project management and client-facing skills, with working knowledge of Microsoft Office products such as Excel, Word, PowerPoint, and Visio.
Willingness to travel to client sites as required and ability to work outside standard business hours.
A bachelor's degree in a technical field, or comparable industry certifications and experience.

Responsibilities

Provide account management, project management, and technical consulting to Five9 clients enrolled in TSM and TAM Services.
Partner with clients to build and maintain trusted-advisor relationships, understand their business needs, and propose recommendations and solutions to optimize Five9's platform and enhance operational effectiveness.
Explain the value of Five9's services, products, and concepts through presentations, demonstrations, and open discussion with clients.
Educate and train clients on administration and use of Five9 products so they can become self-sufficient.
Directly support and troubleshoot technical issues as needed.
Manage service interruptions that could affect client business operations, research root causes, and communicate next steps to clients and internal teams to mitigate risk.
Keep clients informed of issues that could affect Five9's platform, including routine maintenance, patches, software product changes, and releases.
Partner with internal account teams and other business units to foster learning, execution, and continuous process improvement.
Provide customer support case oversight and regular status updates to internal management and clients.
Anticipate client needs and mitigate service and operational issues.

Desired Qualifications

Understanding of quality monitoring tools and workforce management software such as NICE/IEX and Authority Software.
Understanding of customer relationship management systems such as Salesforce, NetSuite, Leads 360 (Velocify), and Oracle Service Cloud (RightNow).
Understanding of workforce management/workforce optimization solutions such as Verint, CSI, Calabrio, and NICE.
Knowledge of network troubleshooting tools such as Wireshark or Pathview.
Basic working knowledge of application programming interfaces, HTML, and JavaScript.

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

To complement our rapid growth, Five9 is looking for a Technical Account Manager (TAM) to join our Technical Account Management team. The ideal candidate for this role will play a critical role in supporting Five9 clients by creating customized solutions designed to meet our clients’ requirements and ensure a high level of customer satisfaction. He/she is someone who has worked as a senior professional in contact centers and has excelled in account management, project management and functional/technical consulting.

Responsibilities:

Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.
Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.
Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.
Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
Directly support and troubleshoot technical issues as needed.
Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.
Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.

Qualifications:

Minimum 3+ years of related experience in a consulting or project management role,
3+ years in a software support role.
Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
Experience in technical writing and documentation.
Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.
Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
Willing to travel to client sites as required; able to work outside standard business hours.
Excellent verbal and written communication skills.
Team player, self-starter, able to manage multiple priorities and meet deadlines.
Bachelor’s degree in a technical field and/or comparable industry certifications and experience

Nice to Have:

Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.
Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc.
Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.
Basic working knowledge API, HTML and Java scripting is a huge plus.

Company Benefits

Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at [email protected] to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

About the Company

Five9

Cloud-based contact center software provider

Five9 provides cloud-based contact center software for inbound and outbound calls. Its platform includes advanced call routing, predictive dialing, IVR self-service, and reporting, all delivered as a subscription in the cloud. It differentiates itself with scalable cloud deployment, strong security, and training options through Five9 University. Its goal is to help organizations of all sizes improve customer service efficiency by managing customer interactions across channels.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: San Ramon, CA
Founded: 2001

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